ServiceNow (Mobile) Agent Application - Insert Specific Work Note during Incident Creation

[keolson]

Hi all,

The Help Desk manager is looking to roll out a pilot for the ServiceNow Agent application. Some agents have expressed interest in being able to create Incidents on their Android/iOS device. However, he wants a way to be able to report on, or at least filter tickets that were created with the mobile app. The caveat is that he does not want this method to rely on the agent to remember to change a field, such as Channel, to "App".

Now the fun part - I am not a ServiceNow administrator. Our admin has said that this is a very complicated thing to achieve (and for some reason mentioned the Power BI connector?), but, I can't help but think it should be rather easy. I have a developer environment that I have used in the past for proof of concepts before I have made Change Requests.

I have looked at methods to check the User-Agent of the session that is submitting, but was not able to get that to work and it seemed overly complicated for more of a proof of concept anyway. I really do think it would be clean and easy for this pilot test to use the Mobile App Builder to insert the desired phrase ("This ticket was created with the mobile app.") into each incident as it is created. That way, I don't need to worry about a client script or business rule running/checking every incident that is created from the web UI (and less work for the ServiceNow admin to put into production).

I have visually achieved what I am looking for on the Mobile App, but it doesn't actually post to the Work Notes field (servicenow mobile submission.png). I suspect that I need to link the input to the work_notes field from the task table, but that doesn't seem to be an option.

Any help would be greatly appreciated.

[iftekharmir]

Hi @keolson ,

I was able to resolve this by configuring the Set Field Values section within the Action Item. Most standard fields can be mapped directly in the Mobile App Builder interface, but journal fields such as work_notes are not exposed in the field picker.

To properly map work_notes, I opened the same Action Item record in the platform (classic) UI, where the full field dictionary is available. From there, I was able to manually bind the parameter to the work_notes field. After saving the Action Item in the platform view, the Work Notes are now correctly written to the Incident record during mobile submission.
1. Opening the Action Item in Platform View

2. Mapping the work_notes Field in Platform UI

Here you can directly map to the worknotes field 

Result

After applying the mapping through the platform view, the text entered from the mobile app is successfully stored in the Work Notes journal field upon Incident creation. No additional business rules or scripting were required.

If this approach helps you, please mark the response as Helpful and Accepted so it can assist others facing the same issue.

Regards,
Iftekhar Mirza

[keolson]

Hi  iftekharmir, thnaks for the reply!

I am running into an issue that likely stems from me not having a thorough understanding of ServiceNow. I think I was able to follow along with what you were showing:

I had open the Function Incident creation My Work in order to see an Action Item (the type in your first screenshot), but I can see the MobileSubmit variable listed, so it seems to be pulling in my previous attempts:

After setting the field value in the Platform UI like you suggested, I can see it reflected on the Action Item I opened Platform UI from:

However, I still can't get the Work Notes comment to post automatically once the incident is created.